Bay Talkitec’sNext Generation Contact center

Solution

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• A comprehensive platform for Advanced Multi Media Contact

Centre

• Solution supports Open Architecture – Flexibility to use customer’s

preferred system for Servers

• IP centric IVR,ACD,Agent Applications

• Powerful & user friendly GUI tools for:

Campaign Management

Scripting Call Flows

Agent Screen configuration

Reports

• Supports Analog, Digital and IP Trunks

• Advanced Signaling Interface that helps to optimize & reduce overall

investment

Smartcall – Overview

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End Customer Benefits

• Customer can reach using any media - Voice, Video, SMS, E-

Mail, Web Chat and Fax

• Transaction confirmations can follow immediately after Agent

interaction through SMS/mail/Fax

• Customers can make payment transactions using

Credit/Debit cards

• Customers can do web call back or schedule call back as per

their convenient time

• Specific call treatment for VIP/Premium customers

Smartcall – Key Benefits

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• Open architecture based solution to protect investment

• Reduced total cost of ownership (Low TCO)

• Advanced Signaling interface reduces E1 requirement by 30%

• Decentralized architecture option available to improve the

efficiency.

• Expand as per needs with minimal expansion cost

Smartcall – Key Benefits

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Database SERVER

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Active

CRM OMC

EXTERNALSTORAGE

L A N

PSTN

SIP Redundant

E1/T1sRedundant

IVR

ACD

CTI

DatabaseSERVER

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Standby

Voice based AGENTS

E1/T1s

IVR

ACD

CTI

IP

BACKENDDATABASE

SIPIP

Sample Solution – Standalone approach

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Sample Solution – Using Existing PBX

BTT Smart Call CTI Server

HUB

PBX

Customer Database‘N’ Agents

Line Side E1

CTI Link

GSM MODEM

MOBILE

PSTN

E1 Lines

Smartcall – Architecture

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Scripting Tool

BTT ISS

Telephony Interface

Analog, E1/T1, SS7, and IP

Database Objects

• Select• Update/Insert/Delete• Stored procedure• Database navigator

• Dialout• ASR• Get Digits• Fax• Call transfer• Conference • Back to IVR• Auto call back• Hangup• Play audio• Play video• Record audio• Record video• TTS

Telephony

• TCP/IP - Socket• Application Hook• DLL Hook• RTSP Call

External Applications

Web Objects

• LDAP•HTTP• SOAP• FTP• MIME• POP3• SMTP• IMAP

• Open• Read• Write• Search• Registry operation• XML Load• XMl Create• XML Modify• XML Delete• XML GET• XML Navigate

File Objects

• Assignment• Compare• Arithmetic• String• DateTime functions

Functions & Operators

Video Objects

• Play Video• Record Video• RTS• CRBV

IVR – Features

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• PRI, SS7 - ISUP and SIP Supported

• Supports Inbound & Outbound

• Voice, Video and Fax

• Scripting Tool

• DDI/Service/Channel Based

• Multiple Scripts

• Embedded Voice Logger

• IP Connectivity with ACD, CTI, Agent Platform

• Payment Gateway (PADSS Certified)

• Explicit Call Transfer (ECT)

ACD Features – Multimedia Support

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Multimedia ACD Queue

Chat

Video

E-Mail

SMS

FAX

Agent 1 Agent 2 Agent NVoice

ACD Features

• Multiple Routing Algorithms

Skill based

Longest Idle

Round Robin

Language based

Priority based

CLI and DDI based,etc

• Universal Multimedia Queuing

• Multiple Agent Groups

• Auto Call Back

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• Queue Monitoring

• Supports PBX and IP agents

• Detailed ACD Reports

• Supports standard External CTI servers

like Avaya, Nortel, Upstream etc.,

• Blended Agent

• Single Login

• Roaming Agent

• Home Agent

• Designed for Mobile Network:

Response through SMS/E-Mail/Fax

Multi Level Authentication using different media

Voice Mail

Multimedia Agent Desktop

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Agent Desktop Objects

Agent Telephony Bar

Conference, Call transfer,

Record, Dial out

Agent Telephony Bar

Email, FAX, SMS

Agent Menu Bar

Voice Logger, Voice Mail

Database

Telephone

SmartCall

Agent Desktop

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SmartCall – Agent Desktop

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Softphone Features

• Audio Call

• Video Call

• Auto Answer

• DTMF

• Call Mute

• Call Hang up

• Multiple Sip server registration

• Redial

• Email - ACD Integration

• Auto Reply

• Subject Based

• SLA Policy

• Bulk Mail

• Integration with MS Exchange Server or Outlook Express

• Agent Selectable Reply

Email

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Email Screen

• Interface Supported – SMPP/ GSM Modem / HTTP

• SMS Integration with ACD

• Auto reply – Standard and Keyword based

• Bulk SMS

• SMS Scripting tool

• Agent selectable reply

SMS

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SMS Screen

• Automatic failover

• Active & Standby mode

• IP centric Web Service

• Secured access to CRM using following methods

Web Service/ODBC/Stored Proc/Socket

HTTP/HTTPS

SOAP/XML

Database

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Dialer – Features

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• Predictive/Preview/Progressive/Auto Dialler

• Channel wise Ring List

• Simultaneous Multiple campaign

• Area wise Channel allocation

• Dynamic Channel selection as per ring list

• Release cause for No Response, Busy, Not Reachable, PAMD,

Switched off conditions and Invalid numbers.

• Rescheduling successful & unsuccessful numbers.

• Retry for failed calls

Dialer – Features Cont’d

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• Remote ring list Updation

• Real time remote monitoring - Campaigns, Agents, Trunks, etc.

• Tone detection for fax, answering machines, etc.

• Positive Voice Detection - Sense “Hello” for answering cases

• IVR & Payment Gateway Integration for Dialer

• SMS, Email & Fax Integration

• Call transfer possible with ECT or extra line

• Powerful Outbound Campaign Manager

• Remote Silent monitoring using web / Telephone

• Encryption - AES

• Configurable Retention period

• Quality Analysis

• Screen capture with Voice & Video playback using single file.

Voice Logger

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Dash Board – Real time

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2005• Agent Real Time Status

• KPI (Offered, Answered, Abandoned)

• Efficiency (ACHT, ATT, AWT)

• Productivity ( Idle / Busy / Break Agent)

• Queue Status

• Time Vs Calls

• Skill based Real Time Status

Dash Board

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2005

Monitor

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2005• Application Status

• Database Monitoring

• SMS Alert

• Email Alert

• Audio/Visual Alarm

• Wallboard Integration

• SNMP

Agent Monitor Menu

Application Watch

Voice Logger Menu

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Monitoring

Applications Monitoring - Watch

Reports

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INBOUND

• IVR Report

Servicewise Reports

IVR Summery

• ACD Reports

Queue / Skillwise

Abandoned Calls

• Agent Reports

Skillwise

Agent Performance

Skill / Agentwise

Disposition

OUTBOUND

• Campaign Summery Report

• Campaign Progress Report

• Agent Performance

• Dialer Efficiency

• Dialer Report

• Agent Manual Report

• KPI

Application Development Tool (ADT)

It is a Unified Development Tool

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Telephony & Database Objects

• Create IVR call Flow Logic

• Integrate with CRM using database objects

Integration with External Applications

• Socket objects for middleware integration with Homegrown apps

• Message Queue objects for integration

Integration using Web Service Objects

GUI based objects help to integrate with CRM and other

applications seamlessly

Solution References

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2005

Customer Solution Volume

LIC Of India CC, ACD & IVR30 IVR + 6 IP Agents in more

than 60 Locations across India

Paymate IVR for Payment Transaction 270 Ports

Two Degrees Mobile CC, ACD & IVR 200 Agents

Reliance Infocom Dialer 2880 Ports

United Telecom Lid IVR , CC & ACD 120 Ports & 20 IP Agents

Sutherland IVR 204 Ports

HCL Technologies IVR 240 Ports & 360 Ports

DHS CC, ACD & IVR 30 IVR + 8 Analogue Agents

Obopay IVR for Payment Transaction 60 Ports

Adani Energy (Gas) IVR, CC & ACD 30 IVR + 10 IP Agents

TCS Dialer , Inbound & IVR300 Agents & 100 Agents in 2 Locations

Thank You !http://www.baytalkitec.com

info@baytalkitec.com

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